ADMS 1000 Lecture Notes - Lecture 36: Debit Card, Customer Satisfaction
3 May 2018
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ADMS 1000 Lecture 36 Notes – The Problem
Introduction
• Usig pluer’s assistats is therefore a er ost-effective strategy that enables
FlowFix to easily undercut the competition when it comes to price.
• Order proessors ake ee less tha pluer’s assistants but about the same as billing
processors.
• All work is specialized, but employees are often dependent on those in other job
categories to perform at their most efficient level.
• Like most plumbing companies, FlowFix gets a lot of residential business from people
who consult the Internet.
• Corporate liets also use the opa’s olie iterfae to ake o routie
maintenance requests.
• Customers either call in to describe a plumbing problem or submit an online request for
plumbing services, receiving a return call with the information required to solve the
problem within 24 hours.
• I oth searios, FloFi’s order proessors deterie fro the ustoer’s desriptio
of the prole hether a pluer or a pluer’s assistat should ake the serice call.
• The job is then assigned accordingly, and a service representative goes to the location.
When the job has been completed, the information is relayed to a billing representative.
• The billing representative forwards the invoice to the service rep via cellphone
• The service rep then presents a bill to the customer for payment by credit card, debit
card, or cash (corporate clients remit payment via monthly invoices rather than on-the-
spot).
• Although specialization cuts costs significantly, Tyron is worried about customer
dissatisfaction.
• According to his survey, about 25 percent of customer contacts ended in no service call
because customers were confused by the diagnostic questions the order processors
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ADMS 1000 Full Course Notes
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